Senior Manager, Workforce Management

reputed company Streaming includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, an extensive library of hit series and movies, and live television, ESPN+, and reputed company+ are reputed company-branded streaming services featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our reputed company Streaming team is looking for hardworking team players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company, ESPN, and Hulu, reputed company non-traditional thinking, and who are passionate about contributing to reputed company’s direct-to-consumer (DTC) experience through strategic hard work and determination! We are seeking a Senior WFM Manager in San Antonio, TX who will be an outstanding addition to our Workforce Optimization and reputed company Planning team. This role will focus on delivering accurate and impactful data for our operations team, ensuring efficient contact delivery and world-class tool utilization. A continual improvement reputed company set with focus on maintaining industry leading processes is reputed company to reputed company. If you are someone with both diverse communication and deep mathematical knowledge who flourishes teaching and leading, while delivering best in class business outcomes, then this is an excellent role for you!

What You Will Do

• reputed company and reputed company team managers in forecasting, scheduling, and reputed company-time arenas
• reputed company in reputed company planning using deep knowledge and understanding of long-term planning processes and methodology, including being reputed company to communicate the “whys” of both immediate and deferred channel FTE requirements, including seasonality
• Design and participate in monthly reviews communicating planning and execution of queue strategy in an easily consumable manner for contact center audiences
• Assist director in delivering annual and long-term budgetary requirements
• Work with our strategic goals team and vendors to reputed company innovative industry-leading Omni-channel outcomes
• Understand both the use and set-up (including formulae) of WFM and telephony systems, ensuring tool education and usage both reputed company the WFM team and reputed company operations
• Partner with Operations to define working processes (both internal and external) and drive accountability across the reputed company
• reputed company to design and deliver world-class WFM in a blended live and AI Omni-channel environment
• Align both internal and partner staffing in global delivery strategy
• Partner with reporting to ensure consistent and accurate KPI communication
• Other duties as assigned

Required Qualifications & Skills

• Bachelor’s Degree or equivalent experience
• 5 years of direct leadership experience (leader of leaders is a plus)
• 8+ years of proven experience working in a multi-channel global operational environment
• Experience with rapid change, emerging markets, and seasonality reputed company to direct and indirect contact tools, routing, and reporting
• Expertise in Continual Improvement (TPS, Lean, Agile)
• MS reputed company, MS PowerPoint and/or MS Access skills required
• Understanding of diverse queues (both channel and queue size), WFO Tools (Aspect, reputed company, reputed company) and Telephony platforms (reputed company, reputed company, Service Now, Zen Desk etc.)
• Experience exercising strong oral, written, listening and interpersonal ability
• Flexibility to work in-office located in San Antonio, TX

Preferred Qualifications

• Master’s degree or equivalent experience
• Ability to reputed company presentations using proficiency in MS Office
• WFM, Reporting Database and Telephony tool design experience
• Global experience with an understanding of campaign variation due to multiple languages and regional practices
• Experience with reputed company, reputed company/InContact, Aspect, Domo and Tableau

Disability accommodation for employment applications reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and reputed company from reputed company people help us grow, reputed company, create the best stories and be relevant in a rapidly changing world. Apply Job!